Senior Customer Service Executive

Job Title

Customer Service Executive

Work Level

Department

Customer Service Department ( Front End Supply Chain)

Main Job Purpose      

To ensure efficiency and control of the business activities from order receipt to  product delivery

Key Accountabilities              (Role and responsibilities and end results that would be expected)

The Customer Service Executive would be responsible for below activities

• Master Data management for entire portfolio listed with the customer and  all DC/ Store combinations
• Maintaining the Mapping in system as per the customer master
• Managing end to end flow of merchandise on daily basis from DC to the customer's DC/Stores
• Performing day to day activities - Loss Tree and Root Cause Analysis of Top losses, Stock Outs, MRP issues, Mapping issues, Delisting of inactive packs, new listings etc
• Coordinating and Planning for daily dispatches across the Depots to Customer's DC/Stores - resolving issues on extra Appointment and PO Extensions
• Drive on shelf availability and support all marketing plans & new launches to deliver business growth through flawless supply chain execution
• Liaising with Key Accounts (Sales) Team, Supply Planning Team, customer Buying & Supply Chain Team
• Formulating Dashboards on KPIs - Fill Rate, In Stock and Inventory (DOH), monitoring the performance at Weekly and Monthly intervals, and taking timely actions to meet the deliverables
• Monitoring and controlling Key Promo packs for the month and timely switching to plain stock to minimize Excess Ordering
• Meeting customers for replenishment review , master synchronization & sales forecast and feeding back the inputs in the  system
• Anchoring the Strategic Projects as per the  Joint Business Planning initiatives( eg  VMI , Forecast accuracy , EDI etc)

Key Performance Indicators ( KPI )

• Quarter Growth Plan ( QGP ) delivery
• Customer Case Fill On Time( CCFOT ) and On Shelf Availability ( OSA)
• Fair Share allocation deployment and governance
• Project Assigned by the Line manager

Professional Skills:

ESSENTIAL

· Relevant degree

· Analytical Thinking

· Influencing & problem-solving skills

· Stakeholder  Management

· Excel proficiency

PREFERRED

 · MBA degree

Experience Required:(Essential and desirable experience, including no. of years.)

ESSENTIAL

· Candidate should have worked Min 1 years in Retail chains in the past with Customer/Supplier  facing supply chain experience

· Other Supply Chain experience in Factories, Category Logistics or Distribution

· Experience in demand, and business planning

 · Commercial acumen

PREFERRED

· FMCG/Non FMCG experience

As per job/site requirement

Reporting:

The Customer Service Executive will report to the Customer Service Manager. He / She will not have any direct subordinates. He/ She will work in tandem with other functions viz. Key account team ( CD),commercial, logistics  , assigned customer & regional branches.